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3 about the speaker Jim Sweeney GTSI, Chief Technology Officer 35 years of engineering experience Recently led GTSI Virtualization Consulting Group Member of TechAmerica Cloud2 Commissions Federal and State and Local Featured speaker at over 35 government and industry trade shows on cloud computing and server and desktop 3

7 definition of a service A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. - (ITIL definition) 7

8 service creation process 1. Definition Service definition is the most important element of the ITSM. Non-functional requirements, such as service availability, performance, accuracy and security, must also be considered. 2. Publication Once defined, the definition is published in a service catalog. The goal of the service catalog is to create a vehicle that enables users to proactively select the IT services that best suit their needs. 3. Request Model A service provider interacts with end users or business units through the enduser request model or the subscription model. The end-user request model enables the user to select services from a published catalog. The goal is to automate! 8

9 service creation process (cont.) 4. Provisioning IT service provisioning enables the automated delivery of services selected from a catalog, such as setting up an account, installing software or providing access to a specific application. 5. Measurement Measurement enables agencies to meter service consumption for billing, monitor automated service levels and deliver detailed service usage reports. 6. Cost Recovery Process Cost recovery or chargeback takes many forms. 9

14 step 2: virtualization Create an abstraction of your IT environment to allow resource pooling and sharing. Virtualization needs to happen at each level of infrastructure stack (servers, storage, network, desktop and applications) to enable cloud computing Aggregation of all IT resources turns them into a unified logical resource shared by all applications Decouples physical IT infrastructure from the applications and services being hosted, making it portable and moveable ondemand within IT environment Improves flexibility, speeds up service provisioning and reduces downtime 14

15 virtualization 15

16 traditional data center A single OS and application dedicated to a single server and storage device On average, servers are running at 10-15% capacity For every watt (1) of power to a server, it takes 1.25 watts to cool it Source: Gartner 16

22 implications for service assurance stakeholders cloud impacts technology and roles/responsibilities Executive Must not be the last to know IT information more relevant to making better business decisions IT more responsible for business outcomes Executive Service Operations Management Focus on real time Prioritize and escalate according to business criticality Keep multiple systems synchronized Applications Performance Management Orient around business Focus on full life cycle Use real transactions and end user experience Expand environments and application types 22 Infrastructure Management Service and application aware Protect QoE, not just QoS Further leverage IaaS Understand network behavior and usage

23 step 4: utility Enable self-service and metering in your IT environment. Computing model now resembles a utility No intermediary between consumer of a resource and processes for acquisition and allocation of resources IT becomes an on-demand service in a fully virtualized environment Strict SLAs developed and enforced to address such concerns as performance, downtime, provisioning, security, backup and recovery Risks, vulnerabilities and incidents are tightly managed Situational awareness provides ability to access and analyze the raw data from disparate sources by putting a context around an event 23

28 CA Automation Suite for Clouds service metering and billing Supports fixed or usagebased pricing Billing and financial reporting engine that automatically associates service usage to departments, cost centers and customers Meter actual resource consumption and charge for services based on their true cost of delivery Capture consumption Charge back & show back Metering & Performance Reconcile Cost of Service 28

31 step 5: cloud Cloud is the final stage in which you obtain completely elastic, on-demand and scalable IT environment. Use of Web services and SOA to compose complex, customizable, distributed applications Organize stove-piped applications into collective integrated services Inter-cloud federation links disparate clouds (public and private) and enables true interoperability and movement of loads between clouds Separation of business logic from the user interface Single centralized management infrastructure using Web portals 31

37 Legal Certain information in this presentation may outline CA s general product direction and is subject to change or withdrawal by CA at any time without notice. This presentation shall not serve to (i) affect the rights and/or obligations of CA or its licensees under any existing or future written license agreement or services agreement relating to any CA software product; or (ii) amend any product documentation or specifications for any CA software product. The development, release and timing of any features or functionality described in this presentation remain at CA s sole discretion. Each new feature or functionality included in future releases is subject to change based on a number of factors, including but not limited to internal and external beta testing, development plan changes, and feedback from customers and users. Accordingly, the product may have different features and/or functionality than stated herein. Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in this presentation, CA may make such release available (i) for sale to new licensees of such product; and (ii) in the form of a regularly scheduled major product release. Such releases may be made available to current licensees of such product who are current subscribers to CA maintenance and support on a when and if-available basis.

38 Legal Copyright 2011 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. THIS PRESENTATION IS FOR YOUR INFORMATIONAL PURPOSES ONLY. CA assumes no responsibility for the accuracy or completeness of the information. TO THE EXTENT PERMITTED BY APPLICABLE LAW, CA PROVIDES THIS DOCUMENT AS IS WITHOUT WARRANTY OF ANY KIND, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NONINFRINGEMENT. In no event will CA be liable for any loss or damage, direct or indirect, in connection with this presentation, including, without limitation, lost profits, lost investment, business interruption, goodwill, or lost data, even if CA is expressly advised of the possibility of such damages.

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